Administrative Assistant / Customer Support
Evander Glazing and Locks
Norwich, NR7 0WF
Job Description
You will deliver an effective, efficient customer journey using regular, meaningful communication with a focus on agreed targets and adding value for our customers. You will manage a portfolio of jobs on behalf of our customers and clients, including complex queries and escalations.
Deliver a customer-centric experience to all Customers and Clients, ensuring you focus on their specific needs in all interactions from start to finish
Effectively communicate with customer to ensure their jobs are managed in a bespoke manner that responds effectively to the Customers specific set of circumstances, building rapport and empathy.
Ensure you deliver a service to gain the best Net Promoter Scores (NPS) throughout your on-going interactions
Use your knowledge and expertise of Evander products and services to offer them opportunities, that will enable them to feel safe and secure i.e. upgrades, Repair or replacement, additional works not covered in the claim
Use your knowledge and expertise to determine and advise the customer on the best way forward with their claim ie Continue with Insurance claim or opportunity to pay directly and not go through insurance due to ‘No claims bonus’
Undertake accurate and timely processing of instructions to include validation in accordance with agreed SLA's, policy and procedures.
Proactively making outbound reassurance calls to Customer/Clients to ensure they are kept updated on progress of their claim, ensuring they always receive excellent customer service and you meet their needs
Effectively communicating and liaising with Customers, Insurance Companies, Contract Clients, Technical team Depots and Engineers
Coordinating emails and calls including new work requests and queries in a timely manner using organisation and prioritisation skills.
Updating in house and client system in a timely and accurate manner.
Collate and record accurate information on our internal systems.
Dealing with urgent client queries or complaints effectively.
Escalating complaints where required in line with FCA guidelines.
Maintaining own admin duties.
Continually developing your knowledge of Evander products and services and sharing information with colleagues
Working to developmental targets, linked to your career development.
Opportunities for revenue based commission as part of the role
Salary
26,228 (Pro Rata for PT)
Attendance
Hybrid
Hours
20-37.5
How to apply
Please email benny.singleton@evander.com if interested in this opportunity